Cloud Incident Response Commander/specialist

**Description & Qualifications**:
Description

The duties of a Cloud Incident Response Commander / ITSM Specialist will be to provide oversight of Incident Response processes and capabilities for UKG Cloud & Hosted environments. The primary focus areas will be to own the response and drive for quick resolution of high-profile customer impacting incidents. In addition, the duties will also include driving process improvement, Incident & Problem Management disciplines, along with Change Management support. He/she will also be providing data that supports ITSM related metrics and initiatives. He / She will also partner with the other service and/or service functions to co-relate root causes, metrics, as well as identify and champion areas of improvement.

**Responsibilities**:

- Respond quickly and leads the Incident Response process, drives incidents with coordination of SME’s to provide quick resolution as well as providing customer and internal communication.
- Broad knowledge of Cloud Infrastructure, Tools, Automation
- Experienced in communicating with both technical and non-technical stakeholders
- Change Management: Receives, assess, facilitate approval, and ensure only approved changes are deployed into UKG’s Cloud production environment.
- Analyze incident, change, and problem records to determine any trends, or opportunities to improve quality and/or operational improvements
- Produces regular and ad hoc reports in a timely manner.
- Self-motivated, able to prioritize work, work alone or in a team.
- Monitor tickets in Service Desk or Service Cloud
- Support on-call schedule and requirements (Weekend rotation coverage)

**Skills**:
- Incident Response leadership - ability to make recommendations, communicate and influence across functions and levels to drive resolution. Preferably 2-5 years in a high demand SaaS/Cloud company
- Incident Commander understanding/experience
- Ability to develop and document business processes
- Ability to work well interpersonally cross group and cross-discipline at various levels up through executives, as well as influence and manage without direct authority.
- Demonstrated capacity to lead under pressure and make decisions in ambiguous situations.
- Sound judgment, resolution, analytical, problem solving, and decision-making skills.
- Strong communications skills (both written and spoken).

**Qualifications**:

- BS/BA degree in Business, Information Systems or Computer Science or related discipline or equivalent experience and a minimum of 2-5 years related work experience.
- Experience with negotiation skills, as well as managing thru conflict.
- ServiceNow, Jira, Salesforce experience desired
- Experience with the processes, practices, disciplines, and tools used for IT Service Management.
- ITIL Foundation certified; ITIL Intermediate Certifications are a plus.

Company Overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired?

EEO Statement

**Equal Opportunity Employer**

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.